The path from value to decision.
Bom Flow™ designs the movement of value across product sales and e-commerce, from first contact to post-purchase service.
The system operates across nine flow layers. Each is responsible for a different section of the customer journey and can be implemented independently or as a complete scope, depending on the organisation's maturity.
A path composed of nine sections.
Recognition of values
Defining what the customer values and the point at which that value becomes clear.
First contact point
The place where the customer encounters the offer, along with the information needed to move forward.
Information path
The sequence of content leading from recognising the need to understanding the scope and conditions.
Structure of the offer in the channel
The method of presenting the offer in the store, on the website and in sales material.
The moment of decision
Conditions in which the customer makes a decision: comparison, evidence, price and risk.
Purchase and payment
The course of the transaction along with accompanying information and handling of exceptional situations.
First use
First use of a product or service along with material that guides the customer through getting started.
Service and relationship
Contact after purchase: questions, returns, support and how to continue the conversation.
Return and recommendation
Conditions in which the customer returns and passes on the brand.
Value needs definition.
E-commerce and product brands.
The store grows, the flow remains random
Sales work, and the customer journey was created in layers without a single design.
The product brand goes on sale
The product is ready, and the path from first contact to purchase requires design.
The decision is made outside the offer
The customer compares options elsewhere, while the brand's evidence arrives only after the decision has been made.
Post-purchase service is ad hoc
Post-purchase contact depends on the individual rather than a documented process.
Bom Flow™ thresholds enter the catalogue alongside pilot implementations. The scope and level of responsibility are refined during process configuration.
Value moves through experience, sales and touchpoints.
Bom Identity™
Business model, offering, customer segments, channels and value proposition as inputs for flow design.
↗︎ entryBom Creation™
Materials, website and assets that work at subsequent contact points of the path.
↗︎ nextBom Runtime™
Maintaining flow over time: reviews, updates and a cadence of corrections following usage data.
↗︎ nextBom Blueprint™
Returning conclusions from the flow to the operating segment and business model.
↗︎The path leads the customer to a decision.
The calibration conversation diagnoses the situation, names the priority and establishes a proportionate scope for the first move.